Help and support

Welcome to the Knowledge Articles Page!

As you explore the platform, you may have program-related or technical questions. Please refer to the featured topics listed below for answers. If you have any general inquiries about the Regulatory Services Platform (RSP), please contact the Regulatory Innovation and Management Systems team at msr-rsm@ec.gc.ca.

IT/Technical Support

Software Bugs
I encountered an error or exception. How do I report it?
Article ID: KA-00017
If you encounter an error message or an unexpected issue while using the platform, it’s important to document the problem so that it can be resolved quickly. Take a screenshot of the error message and write down the actions you were performing when the issue occurred. Then, report the issue to the support team with this information. Including as much detail as possible helps the technical team diagnose and fix the problem faster.
There’s a broken link on the platform. How do I report it?
Article ID: KA-00018
Broken links can prevent you from accessing important parts of the platform. To report a broken link, provide the URL of the page where the link is located and describe what the link should be directing you to. You can also include any error messages you encountered when clicking the link. This information will help the team fix the issue as quickly as possible.

Performance Issues
The platform is running slow. What can I do?
Article ID: KA-00019
Slow performance can sometimes be caused by an overloaded browser or system resources. Start by clearing your browser’s cache and cookies, then close any unnecessary browser tabs or applications running in the background. Make sure your internet connection is stable. Additionally, updating your browser to the latest version can help improve performance.

Connection Issues
How do I resolve a connection error?
Article ID: KA-00021
Connection errors can often be resolved by checking your internet connection. Restart your router, try connecting from a different network, or reboot your device. If the connection issue persists despite a strong internet connection, try switching browsers or clearing your browser cache.
What should I do if the platform is offline?
Article ID: KA-00020
If the platform is offline or inaccessible, it could be due to scheduled maintenance or an unexpected outage. Try refreshing the page or checking if there are any service updates or announcements on the platform’s website.

Workstation Issues
How do I resolve issues related to third-party software like Adobe?
Article ID: KA-00023
If you encounter issues using third-party software like Adobe Acrobat for viewing or managing documents on the platform, first ensure that you have the latest version of the software installed. Also, check that the software is properly configured to handle the file types used on the platform. If issues persist, you may want to try reinstalling the software or contacting Adobe support for further troubleshooting.
Which browsers are supported by the platform?
Article ID: KA-00022
The platform is optimized for the latest versions of browsers like Google Chrome, Mozilla Firefox, and Microsoft Edge. It's important to keep your browser up to date to ensure compatibility with the platform’s features. If you experience issues, try switching to one of these supported browsers or updating your current browser to its latest version.

Login Issues
How do I change or reset my password?
Article ID: KA-00016
To change or reset your password, go to the login page and click on the "Forgot Password" link. You will be prompted to enter the email associated with your account, and you will receive an email with instructions to create a new password. Be sure to choose a strong password that includes a mix of letters, numbers, and special characters for security. If you don't receive the email, check your spam folder, or try again.
I can’t log into my account. What should I do?
Article ID: KA-00015
Double-check that you're using the correct username and password. Ensure that the Caps Lock key is off, and that you're entering your credentials exactly as they were created. If you’ve forgotten your password, click the "Forgot Password" link and follow the instructions to reset it via email. If you continue to experience issues, you may want to try clearing your browser's cache or switching to another browser.
Program Support

Volatile Organic Compounds
VOC Phase 2 Regulations - Questions & Answers
Article ID: KA-01018

Refer to the following document for questions and answers related to the VOC Phase 2 Regulations:

VOC Phase 2 Regulations - Technical Questions & Answers.pdf

VOC Phase 2 Regulations - List of Alternative Test Methods
Article ID: KA-01024

Please refer to the following document for the list of alternative test methods under the VOC Phase 2 Regulations:

VOC Phase 2 Regulations List of Alternative Test Methods – Règlement sur les COV phase 2 Liste des méthodes d'essai de rechange.pdf

VOC Phase 2 Regulations - Instructions Annual Update (Registration)
Article ID: KA-01254

Refer to the following document for questions and answers related to the VOC Phase 2 Regulations:

Instructions - Annual Update (Registration) - Mise-à-jour annuelle (enregistrement) - 2026-03-26.pdf

VOC Phase 2 Regulations - Instructions Fenceline Monitoring Report
Article ID: KA-01255

Refer to the following document for questions and answers related to the VOC Phase 2 Regulations:

Instructions - Fenceline Monitoring Report - Rapport (surveillance du périmètre) - 2026-03-13.pdf

Prohibition of Certain Toxic Substances Regulations
General information on the Prohibition of Certain Toxic Substances Regulations
Article ID: KA-01027

For information on the Prohibition of Certain Toxic Substances, 2025, please consult the Prohibition of Certain Toxic Substances Regulations, 2025: overview webpage.


Information relating to exempted laboratory uses and instructions on how to submit a laboratory and research use report can be found on the Information for laboratories using certain toxic substances webpage.


Information relating to permits for the Prohibition of Certain Toxic Substances, 2025 is available on the Information for permit applications or renewal for the Prohibition of Certain Toxic Substances Regulations, 2025 webpage.

Landfill Methane Regulations
Presentation on the Methane Generation Assessment Report
Article ID: KA-01251

Please refer to the following presentation on the Methane Generation Assessment Report. The presentation provides an overview of when an assessment is required to be submitted; how to calculate methane generation using the ECCC Landfill Methane Modelling Tool; and how to submit the Methane Generation Assessment Report in RSP.

Webinar presentation - Methane Generation Assesment Report.pdf

Technical guidance document on estimating, measuring and monitoring landfill methane
Article ID: KA-01026

Please refer to the following technical reference on estimating, measuring and monitoring landfill methane generation and emissions. This document includes information on modelling and monitoring requirements prescribed in the Regulations.

Technical guidance document landfill methane 2025.pdf

ECCC landfill methane modelling tool and guidance slides
Article ID: KA-01034

Please refer to the following excel based ECCC Landfill Methane Modelling Tool to calculate landfill methane generation. A PDF map of wet and dry climate zones across Canada is also provided to help users identify the appropriate climate zone input into the Modelling Tool. Guidance on the use of the ECCC Landfill Methane Modelling Tool is available here.

ECCC Landfill Methane Modelling Tool Version 1.3.xlsx

Climate zones climatiques

ECCC Landfill Methane Modelling Tool Version 1.3 – Guidance Slides.pdf

User Support

User Manuals
Regulatory Services Platform User Manual - Accessing the Platform
Article ID: KA-01252

Step-by-step instructions on how to access the RSP, sign-in or create an account.

Regulatory Services Platform User Manual - Accessing the Platform.pdf

Regulatory Services Platform User Manual - Organization Setup and User Roles
Article ID: KA-01253

Joining, creating and managing an organization, adding a regulatory instrument and more.

Regulatory Services Platform User Manual - Organization Setup and User Roles.pdf

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